The effect of organizational responses to service failures on customer satisfaction perception

Millissa Cheung*, Wai Ming To

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review

5 Citations (Scopus)

Abstract

This paper explores how organizational responses to service failures affect perceived justice and recovery satisfaction using responses from 410 customers who experienced service failures in Hong Kong. The results indicated that the acknowledgement of and prompt action to fix service failures were positively linked to perceived justice, which in turn affects recovery satisfaction. Moreover, customer relation orientation moderated the relationship between acknowledgement of service failure and justice perceptions of service recovery, while customer task orientation moderated the relationship between prompt action for service recovery and justice perceptions of that recovery.

Original languageEnglish
Pages (from-to)767-784
Number of pages18
JournalService Business
Volume11
Issue number4
Early online date9 Dec 2016
DOIs
Publication statusPublished - 1 Dec 2017
Externally publishedYes

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